Networked contact center

ABSTRACT

This document discusses, among other things, a networked contact center that includes multiple platforms to host multiple tenants. Example embodiments include receiving a message associated with one of the tenants and identifying one or more of the platforms associated with the message. For some example embodiments, the networked contact center may allow the platform to access a data location that is both associated with the tenant and shared by two or more of the multiple tenants.

TECHNICAL FIELD

This patent document pertains generally to contact centers, and moreparticularly, but not by way of limitation, to a networked contactcenter hosting multiple tenants.

COPYRIGHT NOTICE

A portion of the disclosure of this patent document contains materialthat is subject to copyright protection. The copyright owner has noobjection to the facsimile reproduction by anyone of the patent documentor the patent disclosure, as it appears in the Patent and TrademarkOffice patent files or records, but otherwise reserves all copyrightrights whatsoever. The following notice applies to the software and dataas described below and in the drawings that form a part of thisdocument: Copyright 2008, CONTACTUAL, INC., All Rights Reserved.

BACKGROUND

Traditional contact centers are referred to as call centers, which aredesigned to enable a company to handle calls from their clients. Thecalls received from clients may be distributed to multiple call agentsaccording to certain call distribution and handling methodologies.Ideally, a call center is designed to handle calls with minimal clientwaiting time, minimal dropped calls, even call distribution to agents,and minimal downtime. Any drastic fluctuations in one or more of thesecriteria may result in loss of business and/or customer satisfaction.

Traditional call centers are normally built to be operated on-premiseusing proprietary systems with propriety hardware and software. Theseon-premise call center systems are generally very costly to maintain.The systems typically require support staff. Furthermore, the systemsmay be inflexible in the type of applications and hardware that can besupported, limiting the company's ability to upgrade and grow along withany potential increase in demand. Even when the upgrade options areavailable, they tend to be very costly and may require replacing acurrent system with another more advanced system, causing further stressto the supporting staff, the agents and the clients.

BRIEF DESCRIPTION OF DRAWINGS

Some embodiments are illustrated by way of example and not limitation inthe figures of the accompanying drawings in which:

FIG. 1 is a high level diagrammatic representation of an on-demandcontact center, according to an example embodiment;

FIG. 2 is a further diagrammatic representation of an on-demand contactcenter, according to an example embodiment;

FIG. 3 is a block diagram illustrating a further network, including anetworked contact center, organized into layers, in accordance with anexample embodiment;

FIG. 4 is a flow diagram illustrating example actions performed byvarious on-demand contact center components in response to agent orcustomer contact, according to an example embodiment;

FIG. 5 is a block diagram illustrating example platform resourcemodules, in accordance with an example embodiment;

FIG. 6 is a high-level entity-relationship diagram, illustrating varioustables that may be maintained within the user location databases, inaccordance with an example embodiment;

FIG. 7 is a table showing an example tenant location table, inaccordance with an example embodiment;

FIG. 8 is a table showing an example agent location table, in accordancewith an example embodiment;

FIG. 9 is a table showing an example data location table, in accordancewith an example embodiment;

FIG. 10 is a flow diagram illustrating an example method for identifyinga platform associated with a tenant, in accordance with an exampleembodiment;

FIG. 11 is a flow diagram showing an example method for identifying afurther platform associated with the tenant, in accordance with anexample embodiment;

FIG. 12 is a flow diagram showing an example method for configuringtenant data, in accordance with an example embodiment; and

FIG. 13 is a block diagram showing an example machine, in accordancewith example embodiments.

DETAILED DESCRIPTION

In various example embodiments described herein a networked contactcenter may be organized as layers including a telephony layer to receivecommunications, a platform layer to support multiple tenants and astorage layer to store tenant data for the multiple tenants. The examplenetworked contact center may include multiple platforms, each includingresources such as call distribution software, skills based routingsoftware, an agent web interface and other contact center services, tosupport multiple tenants.

The networked contact center may receive contact or communications froma customer or an agent of a particular tenant and route thecommunication to a platform that supports the tenant. For some exampleembodiments, tenants are supported by an active and inactive platform.Example embodiments provide for allowing an inactive platform to relievethe active platform of supporting a tenant when the active platform isunavailable due to failure or system maintenance.

In various example embodiments, tenant data such as list of agents,agents' skills, voice response data, etc. are stored for the multipletenants on common repositories. Example embodiments include locatingwithin the shared repositories tenant data belonging to a particulartenant. Agent supervisors may add, remove or change tenant data in theshared repositories. Example embodiments may include propagating changesmade in a storage layer to maintain coordination of data transferbetween the telephony layer, the platform layer and the storage layer.

The following detailed description includes references to theaccompanying drawings, which form a part of the detailed description.The drawings show illustrations in accordance with example embodiments.These embodiments, which are also referred to herein as “examples,” aredescribed in enough detail to enable those skilled in the art topractice embodiments of the invention. The embodiments may be combined,other embodiments may be utilized, or structural, logical and electricalchanges may be made without departing from the scope of what is claimed.The following detailed description is, therefore, not to be taken in alimiting sense, and the scope is defined by the appended claims andtheir equivalents.

In this document, the terms “a” or “an” are used, as is common in patentdocuments, to include one or more than one. In this document, the term“or” is used to refer to a nonexclusive or, such that “A or B” includes“A but not B,” “B but not A,” and “A and B,” unless otherwise indicated.Furthermore, all publications, patents and patent documents referred toin this document are incorporated by reference herein in their entirety,as though individually incorporated by reference. In the event ofinconsistent usages between this document and those documents soincorporated by reference, the usage in the incorporated reference(s)should be considered supplementary to that of this document; forirreconcilable inconsistencies, the usage in this document controls.

Contact Center

FIG. 1 is a block diagram showing an example networked contact center100, in accordance with an example embodiment. FIG. 1 is shown toinclude a contact center 102 that is communicatively coupled withnetworks 104, via transmission media 114. Also communicatively coupledwith the networks 104 via the transmission media 114 are machines106-109. One or more of the machines 106-109 may be used by call agentsor call supervisors associated with a company (also referred to as atenant). One or more of the machines 106-109 may be used by customers orpotential customers of the company.

The networks 104 may be used to communicatively couple the contactcenter 102 with the machines 106-109. In an example embodiment, networks104 include the Internet and a public switched telephone network (PSTN).Other types of networks may be included within the networks 104 withoutdeparting from the claimed subject matter. The transmission media 114may include any transmission media appropriate for supporting thenetworks 104. In an example embodiment, the transmission media 114 mayinclude one or more of optical fiber, twisted pairs and wireless media.Other transmission media not described may also be used.

Contact made between the contact center 102 and the various machines106-109 may include various modes of communications (e.g., electroniccommunications) that may be digitally encoded, composed of analogsignals and/or include a combination of digital and analogcommunication. Some example types of contact may include communicationsmade via Voice Over Internet Protocol (VOIP), analog telephone, onlinechat, text messaging, electronic mail (email), video conferencing,screen sharing, web conferencing and file sharing, radio broadcast, etc.It is to be appreciated that example forms of communication are providedherein to illustrate types of contact and not to limit the meaning ofcontact to certain forms of communication.

The contact center 102 may perform various contact-related tasks(described in more detail below), on behalf of one or more tenants. Thecontact center 102 may be implemented in software, hardware or acombination of both software and hardware. The contact center 102 maycomprise contact center machines (not shown) that execute instructionsto perform the various contact related tasks (e.g., call distribution,call routing, call prioritizing, call transferring, etc.). One or moreof the contact center machines may include interface hardware tocommunicate with the machines 106-109 via the transmission media 114 andthe networks 104. It may be noted that the number of customers, agentsor supervisors (and e.g., machines used by the customers, agent andsupervisors) that communicate with the contact center 102 may besignificantly increased when the number of tenants supported by thecontact center 102 also increases. One or more of the contact centermachines 106-109 may access data associated with the one or moretenants. The data may include, for example, tenant-specific callconfiguration, agents' identification, supervisors' identification, callrecordings, call statistics, etc. For some example embodiments, theremay be multiple instances of the same data that may be used for recoverypurposes.

Tenant

A tenant is an entity (e.g., a company, an employer, team, division,department, or any other entity having agents and customers, etc.) thatseeks to address contact made by other entities (e.g., customers,employees, associates, etc.) with which the tenant has a relationship.To help respond to such contact, an example tenant may use the contactcenter 102 to receive the contact, organize the contact, allocate thecontact, transmit the contact and to perform other contact centerrelated services for the benefit of the tenant. In addition to using thecontact center 102, a tenant may look to yet further entities (e.g.,agents, consultants, business partners, etc.) to help address thevarious contact referred to above (e.g., contact from the customers,associates, etc.).

Entities such as, for example, agents and customers may transmit and/orreceive communications using the machines 106-109. The machines 106-109may include interface hardware (not shown) and software to transmitand/or receive communications via the transmission media 114 to and/orfrom the networks 104 and the contact center 102. It is to be noted thatthe machines 106-109 may represent different types of machines (e.g.,personal computers (PCs), mobile devices, telephones or any othernetwork device). In an example embodiment, an entity associated with themachine 106 is a tenant's agent and a different entity associated withthe machine 108 is the tenant's customer. In various exampleembodiments, on behalf of the tenant, the agent using the machine 106may communicate via the networks 104 and the contact center 102 with thecustomer that is using the machine 108.

Contact Center Functional Modules

FIG. 2 is a block diagram illustrating a network 200, in accordance withan example embodiment. The network 200 is shown to include an examplenetworked contact center 202 communicatively coupled with agent machines206 and 207 and customer machines 208-211 via the transmission media 214of the Internet 204. The example networked contact center 202 is furthercommunicatively coupled with customer machines 212 and 213 via thetransmission media 215 of the PSTN 205.

Although the current example may illustrate customers and agentsassociated with one tenant, it is to be understood that the networkedcontact center 202 may be configured to support or host multiple tenants(and therefore may also be referred to as a hosted networked contactcenter or just a hosted contact center). For some example embodiments,the tenants may not need to install any call-distribution systemon-premise. To host these multiple tenants, the networked contact center202 may include multiple platforms and databases to store configurationsspecific to each tenant. The networked contact center 202 may alsoimplement redundancy and/or recovery schemes to reduce system down time.

FIG. 3 is a block diagram illustrating a further network 300 includingnetworked contact center 302 organized into layers, in accordance withan example embodiment. The networked contact center 302 may besubstantially similar to the networked contact center 202 of FIG. 2. Thenetworked contact centers 202, 302 may be organized into multiplelogical groups or layers. There may be a storage layer 304, a platformlayer 306 and a telephony layer 308. For some example embodiments, thetelephony layer 308 may be responsible for receiving calls that comeinto the networked contact centers 202, 302. Depending on the dialednumber associated with the call, the telephony layer 308 distributes thecall to an appropriate platform in the platform layer 306. For someexample embodiments, each platform in the platform layer 306 may beassociated with one or more machines (also referred to as platformmachines). Each platform machine (e.g., server) may support one or moretenants.

For some example embodiments, each tenant may be associated with two ormore platforms. A first platform may be used for a tenant as an activeplatform, and one or more other platforms may be used for the tenant asan inactive platform that is available in the event the active platformbecomes unavailable. A tenant may use multiple platforms as inactiveplatforms available to provide resources to the tenant in the case of asoftware failure, hardware failure or platform unavailability due toadministrator activities, etc. Incoming calls distributed to a tenantmay always be directed to the active platform unless the tenant isreconfigured to direct the incoming calls to an inactive platform. Forsome example embodiments, the inactive platform is operational and theactive platform is operational, even when all calls are being processedby the active platform. This can be advantageous when there are problemswith the active platform since switching the operations to the inactiveplatform may not cause too much delay in the call handlings associatedwith the tenant. The inactive platform may be re-classified as an activeplatform at the time operations are switched.

For some example embodiments, the multiple platforms in the platformlayer 306 may share the same data in the storage layer 304. The storagelayer 304 may be associated with databases and associated databasemachines. The storage layer 304 may itself be partitioned into multipleimages for redundancy and recovery and for efficient access. For someexample embodiments, mappings may be used to relate a tenant on aparticular platform to the tenant's data in the storage layer 304.

Thus, the contact centers 102, 202, 302 may include logic to receivecalls, to determine to which of the multiple supported tenants the callsbelong, to distribute the calls to the appropriate platform, and todetermine where the data associated with the tenant may be found.

Using the organization described above, the contact centers 102, 202,302 may be easily upgraded and maintained with little or minimal impactto the tenant. For example, a tenant may be operating with an inactiveplatform while the active platform is upgraded from one software levelto another software level. Once the upgrade is completed, operations maybe switched back to the active platform. Similarly, because both theactive platform and the inactive platform share the same data in thestorage layer 304, switching from the inactive platform to the activeplatform can be accomplished with minimal impact to the tenant andsystem availability. It may be noted that some calls may be affectedduring the switch; however, as is typical with telephone calls, thecustomers may re-dial or call the tenant again. It may be likely thatthe re-dialed calls may be received by the example contact center 102after the switch is complete.

Referring to FIG. 2, platform machines 224-226 may be communicativelycoupled with an extraction module 232 via communication channels227-229, respectively, and communication channel 230. Platform machines224-226 are further communicatively coupled to contact machine(s) 258.The contact machine(s) 258 are communicatively coupled with the routingdatabases 268 via the communication channel 266.

Platform management machine(s) 244 are shown to be communicativelycoupled with configuration data location databases 252 via communicationchannel 250, the tenant location database 247 via communication channel249 and with the contact machine(s) 258 and platform machines 224-226,respectively, via the communication channels 256 and 264. The platformmanagement machine(s) 244 are further shown to be communicativelycoupled with the configuration module 236 via communication channel 242,while the configuration module 236 is communicatively coupled with theextraction module 232 and the configuration data databases 240 viacommunication channels 234 and 238, respectively. The machines andmodules of FIG. 2 are to be described in further detail with respect toFIG. 4, which follows.

FIG. 4 is a flow diagram 400 showing example actions performed byvarious components of a contact center for responding to agent orcustomer contact, in accordance with an example embodiment. In FIG. 4,each column represents a lane in which action(s) are carried out.Actions in lanes 404, 406, 408 and 410 may be performed by certainmachines and/or modules shown in FIG. 2. It may be noted that a modulemay represent software, hardware and/or a combination of software andhardware used to implement logical constructions and/or to processinstructions. Although shown in separate lanes, one module may beincluded in, or composed of, one or more of the other modules.

The flow diagram 400 may begin at block 412 with an agent or customersubmitting an indicator associated with a tenant along with aninitiation of communication. In FIG. 2, the customer machine 212 isshown to include a telephonic interface 219 (e.g., a telephone with ahandset). In an example embodiment, a customer seeking customer supportfrom a tenant dials a tenant's phone number on a telephone to place acall (e.g., initiation of communication) to the contact center over thePSTN. In an example embodiment, the telephone number itself serves as anindicator of the tenant whose attention is sought by the customer.

Referring to FIG. 2, the customer machine 208 is shown to include anetwork interface 203 (e.g., a web browser) with which a customer may,for example, submit a chat request to the networked contact center 202over the Internet to receive, for example, technical support from atenant. An agent of the tenant or a contact supervisor may also contactthe tenant. In an example embodiment, an agent using the agent machine206 uses the network interface 201 to log on to an agent network serverhosted by the networked contact center 202 to notify the networkedcontact center 202 that the agent is available to be contacted bycustomers. In some example embodiments, the agent may use the voiceinterface 217 to speak with a customer or another agent.

In various example embodiments, the indicator submitted at block 412 isreceived by the contact machines(s) 258. In FIG. 2, the contactmachine(s) 258 are shown to include a routing module 262 and a contactlimiting module 260. The routing module 262 may route contacts to acertain platform depending on the tenant indicated by the indicator(e.g., a phone number, username/password or any other indicatordesignating a tenant). The example contact limiting module 260 mayregulate incoming contact with the networked contact center 202.

At block 414, the routing module 262 within the contact machines 258 ofFIG. 2 may determine a platform upon which the tenant is supported basedon the indicator received from the agent or customer at block 412. In anexample embodiment, in FIG. 2, the routing module 262 accesses therouting databases 268 via communication channel 266 to associate anindicator with a tenant and a platform. In some example embodiments, thecontact machine(s) 258 submit a request, via the communication channel256 to the platform management machine(s) 244 to determine a platformassociated with the indicator (e.g., and a tenant corresponding to theindicator).

At decision block 416, the example flow diagram 400 includes the examplecontact limiting module 260 within the contact machines 258 of FIG. 2determining whether to allow the initiation of communication (e.g., atelephone call from a customer) to be routed to a platform (e.g., theplatform machine(s) 224).

The contact limiting module's 260 determination of whether to allow theinitiation of communication may include referencing a current allowanceof contact or communication (e.g., a bucket value, described in moredetail below) to be received by a particular communication layer orplatform (e.g., within the platform machines 224) in a fixed period oftime. In some example embodiments, each platform may vary a maximumallowance of contact for a period of time or vary the period of timebased on an availability of platform resources. In some exampleembodiments, when contact directed to a platform is received by thecontact machines 258 and the current allowance is less than or equal tozero, the contact limiting module 260 may reject initiation of thecommunication as shown in block 417 of FIG. 4. When the contact directedto the platform is received by the contact machines 258 and the currentallowance is greater than or equal to one, the contact limiting module260 may allow the initiation of communication to be routed to theplatform as shown between blocks 416 and 418 of FIG. 4.

Alternatively or additionally, determination of whether to allow theinitiation of communication may be made by a platform at block 418 afterthe contact limiting module has allowed the initiation of communicationto be routed to the platform at block 416. In various exampleembodiments, a platform may reject the initiation of communication basedon availability of platform resources or other conditions warranting arejection. Such a rejection is represented by block 417.

In an example embodiment, in FIG. 2, a platform may allow the initiationof communication from the contact machines(s) 258. Example resourcemodule(s) 270 located on the platform machine 224 and located on theother platform machines 225-226,may include various modules that provideservices for multiple tenants. Example resource module(s) 270 mayinclude interaction routers, interactive voice recordings, scripting,agent network server, media control and other contact center relatedservices, etc.

In an example embodiment, the initiation of communication is a voicecall from a customer seeking help with installing a water heater; thetenant is in the business of providing technical support forrefrigerator installations and water heater installations. The tenantemploys some agents who address questions about refrigeratorinstallations while the tenant's other agents address questions aboutwater heater installations.

At block 418, the flow diagram 400 includes the resource module(s) 270of FIG. 2 allowing the initiation of communication and generating arequest for data associated with a tenant, based on the initiation ofcommunication. In the appliance installation example, the resourcemodule(s) 270 request tenant data to be used to teleprompt the customer,prompting the customer to press 1 on their telephone dial forrefrigerator installation support or to press 2 for water heaterinstallation support.

Example platform machine(s) 224, 225 and 226 may initially request thedata associated with the tenant from the extraction module 232 and theconfiguration module 236. In an example embodiment, to locate data fordata access, the resource module(s) 270 may use a different addressingsystem than the configuration module 236 uses to locate and access thesame data. In some example embodiments, the extraction module 232translates requests from the platform machine(s) 224, 225, 226 to allowthe configuration module 236 to understand the request. Theconfiguration module 236 may access the requested data in theconfiguration data databases 240 and relay the requested data to theresource module(s) 270 on a set of platform machine(s) (e.g., platformmachine(s) 224) via the extraction module 232.

The configuration module 236 may not initially locate the requested datain the configuration data databases 240. In some example embodiments,the configuration module 236 may request the location of the requesteddata from the data location module 246 that may be located within theplatform management machine(s) 244.

At block 420, the flow 400 may include the data location module 246providing the location of the requested data (e.g., the location withinthe configuration data databases 240) to the configuration module 236.The configuration module 236 may then access the requested data toprovide it to the resource module(s) 270 via the extraction module 232.

At block 422 of the flow 400, the example resource module(s) 270 receiveaccess to the requested data (e.g. tenant data). With access to theparticular tenant data, an example resource module 270 may generate aparticular response to the initiation of communication received from theagent or customer.

At block 424 of the flow 400, the resource module(s) 270 respond to theinitiation of the communication based on the data (e.g., the tenantdata). The agent or customer that initiated communication may receivethe response where the flow ends at terminal 426. In the applianceinstallation support example, the response to the initiation at terminal426 may be the tenant's teleprompter asking the customer to indicate thenature of the call.

EXAMPLE EMBODIMENTS

FIG. 5 is a block diagram 500 illustrating example platform resourcemodules 502, in accordance with an example embodiment. The resourcemodules 502 may be substantially similar to the example resourcemodule(s) 251 of FIG. 3.

As disclosed above, one or more tenants may be supported by a particularplatform. Each platform may include a set of resource modules 502 (e.g.,such as the resource module(s) 270 on the platform machine(s) 224 inFIG. 3). In an example embodiment, the resource modules 502 arededicated to the particular platform on which they exist to providevarious services and/or perform various functions related to the one ormore tenants. The various services and functions of the resource modules502 may be implemented with software, hardware or a combination of bothsoftware and hardware. In an example embodiment, the resource module(s)502 are instructions executed by processors in the central processingunits of platform machine(s) 224.

The resource modules 502 are shown to include multiple modules 503-512,each discussed below. Different forms of communication directed to atenant are routed to the media control modules 503-506. The mediacontrol modules 503-506 are to process the received media andresponsively make requests to other of the platform modules 507-512. Invarious of example embodiments, a voice call to a tenant may beforwarded to the voice media module 503 by the routing module 262 ofFIG. 2. The voice media module 503 may request that an interactionrouter module 508 and an interactive response module (IVR) 509 performservices related to the communication. In some example embodiments, theservices to be performed involve accessing the configuration datadatabases 240 for data that is specifically associated with the tenant.

The interaction router module 508 may include skills-based routingcapability to compare a contacting customer's needs to the skillspossessed by a tenant's available agents and to route the call to anappropriate agent. The interaction router module 508 may include statetimers that record the time a channel of communication is in aparticular state (e.g., in queue, on hold, muted, etc.). The interactionrouter module 508 may record context of various interactions on aninteraction basis and/or for each agent. A private branch exchange (PBX)may be implemented by the interaction router module 508 to connecttenants' communication channels to particular terminals.

The IVR module 509 may direct a caller to a call destination based ondetecting caller entered key pad tones and/or spoken words. Depending oncaller input, the IVR module 509 may respond to a caller with areal-time or recorded message indicating set menu choices available tothe caller. A response to a caller by the IVR module 509 may be based ona combination of the subject matter of the call and the skills possessedby available agents. In some embodiments, the IVR module 509 may alsoprovide email scripts segmentation.

The user interface module 510 is to generate web pages to be accessed byagents and agent supervisors or any other user associated with thenetworked contact center. The web pages may be used to manage thevarious forms of contact described herein. In an example embodiment, theuser interface module 510 makes contact status information and agentstatus information available on the web pages. In example embodiments,the user interface module 510 generates reports based on various contactrelated statistics and/or context information, to be accessed by agentsupervisors (e.g., for performance evaluation, etc.). Example web pagesmay include agent profile pages, customer relationship management (CRM)pages, frequently asked questions (FAQS) pages, help pages, supervisorcontrol panel pages, reports pages or any other page that may be usefulto one associated with the networked contact center.

A CRM application may be integrated with the networked contact centerthrough the application module 511. In general, CRM software includesdifferent features designed to enhance service provided to a customer.

The statistics module 507 may maintain statistics for each agent and/orfor each skill possessed by a tenant's agents. An example reportingmodule 512 may obtain the statistics kept by the statistics module 507to generate real-time and/or historical reports. Example statistics mayinclude sums, averages, compound values and totals in differentintervals as well as other statistics.

FIG. 6 is a high-level entity-relationship diagram, illustrating varioustables 600 that may be maintained within the tenant location database247, and that are utilized by the tenant location module 248 and thedata location module 246. The tenant table 602 includes a list oftenants associated with the networked contact center. The tenant table602 may associate one or more dialed number identification service(DNIS) and/or automatic number identification (ANI) with each tenant.

The tenant location table 604 is to associate a tenant identification(ID) number (e.g., a DNIS) with an active platform and an inactiveplatform. When the active platform is operational and considered active,the active platform supports a corresponding tenant. When the activeplatform is not to be used, and back-up resources are to be used, theinactive platform supports the corresponding tenant. In exampleembodiments, back-up resources are to be used when the active platformfails and/or when the active platform is to be taken down formaintenance. FIG. 7 is a table 700 showing an example tenant locationtable 604, in accordance with an example embodiment. The table 700 maybe maintained within the tenant location database 247. In an exampleembodiment, an incoming DNIS can be found in the table 700 and mapped toan active and inactive platform.

The agent location table 606 is to associate an agent ID with an activeplatform and an inactive platform. FIG. 8 is a table 800 showing anexample agent location table 606, in accordance with an exampleembodiment. In an example embodiment, an agent may submit a user nameand password via a web-based agent interface (e.g., served by the userinterface module 510). The table 800 may be referenced to find an activeand inactive platform corresponding to the submitted username andpassword.

The data location table 608 is to associate a tenant's data with alocation in data storage. FIG. 9 is a table 900 showing an example datalocation table 608, in accordance with an example embodiment. Once aplatform for a particular tenant has been determined, resources withinthe platform may request data associated with the tenant. In an exampleembodiment, a request for data may be classified by tenant and data type(e.g., recording data). The table 900 may be used to identify a locationassociated with a request for tenant data of a particular type. In someexample embodiments, a back-up location for the data may also be mappedto tenant data. The back-up location may be accessed in failover thatmay occur with or without human intervention and/or under maintenanceconditions.

FIG. 10 is a flow diagram illustrating an example method 1000 foridentifying a platform associated with a tenant, in accordance with anexample embodiment. The example method may be performed in the networkedcontact center 202 by the example tenant and data location modules 248and 246 of FIG. 2. As disclosed above, the networked contact center 202may support multiple tenants per platform machines 224-226. The tenantsmay relate to the platform machines 224-226 such that each of themultiple tenants is associated with one or more of multiple platforms.

At block 1002, the example method 1000 includes receiving a messageassociated with a tenant. The tenant may be one of the multiple tenantssupported by the networked contact center 202. In various exampleembodiments, the routing module 262 may receive an electroniccommunication (e.g., a DNIS, ANI, web logon, chat or othercommunication, etc.) from a customer or an agent of a tenant. If therouting module 262 does not find a platform (e.g., a platform from theplatform machines 224-226) corresponding to the communication, therouting module 262 may transmit a message to the tenant location module248 to request the identity of a corresponding platform. The message mayinclude attributes of the received electronic communication (e.g., aunique ID such as a DNIS or a username and password combination) may beassociated with a particular tenant and platform.

At block 1004, the example method includes identifying a particularplatform associated with the message, the platform (e.g., the platform226) being one of the multiple platform machines 224-226 within thenetworked contact center 202. The example tenant location module 248 maylook up the unique ID or indicator in the tenant location database 247(e.g., in the tenant location table 604) and find a platform orplatforms that support the tenant associated with the message. Invarious example embodiments, the electronic communication is a telephonecall that the routing module routes to the corresponding platform afterobtaining the platform's identity from the tenant location module 248.The routing module 262 may update the routing database 268 to map theindicator or unique ID to the corresponding platform for possible futureuse. In various other embodiments, the electronic communication may be alogon request from an agent, and the tenant location module 248 itselfmay map the agent communication to the appropriate platform. In someembodiments, the identified platform may be designated in the tenantlocation database 247 as an active platform, relative to an inactiveplatform.

At block 1006, the example method includes allowing the identifiedplatform access to a data location that is both associated with thetenant and shared by two or more of the multiple tenants. As disclosedabove, a message from a customer or an agent of a tenant may be routedto an appropriate platform. In various example embodiments, the platformmay process the message and request data associated with the message. Insome example embodiments, a set of instructions (e.g., the resourcemodule(s) 270) may be executed by platform machines (e.g., platformmachine 224) to transmit a request for data to the data location module246. The set of instructions may be associated with one or more of thetenants supported by the platform to which the customer or agent messagehas been routed. As previously described, resource module(s) such as theresource module(s) 270 may initially request data from the extractionmodule 232, which may request the data from the configuration module236, which may request the data location from the data location module246.

In an example embodiment, the data location module 246 may access theconfiguration data location database 252 to look up the location of therequested data in the data location table 608. In some exampleembodiments, the data location depends on both the tenant and the typeof data being requested as shown in the table 900. Example instructionsmay be related to a resource module and generate a request for data suchas the skills held by a tenant's agents. Such data may be used to matcha customer's needs with the tenant's available resources. As disclosedwith respect to FIG. 5, other types of data may be requested by theinstructions or resource modules 503-512.

Once the location of the requested data has been obtained by the datalocation module 246, the data location module 246 may transmit the datalocation to the configuration module 236, which may retrieve the datafrom the particular data location and deliver the data to the requestingresource module (e.g., one of the resource modules 502 within theresource module(s) 270). The resource modules 502 may use the data forany of the reasons disclosed with respect to FIG. 500.

FIG. 11 is a flow diagram showing an example method 1100 for identifyinga further platform (e.g., platform 225) associated with the tenant, inaccordance with an example embodiment.

At block 1102, the method may include determining that the particularplatform (e.g., a platform designated as being active, such as platformmachine 224) is unavailable. For different reasons, a platformsupporting a particular tenant may become unavailable. A platform mayfail, for example, when the platform or part of the platform does notrecover from an error (e.g., a hardware or software error). In someexample embodiments, the tenant location module 248 is to detectplatform unavailability by detecting a signal generated automaticallyand without human intervention, in response to platform failure. Aplatform may also become unavailable when a platform or part of aplatform is taken out of service to perform maintenance. In an exampleembodiment, a platform switch command is entered by an administratorfrom a control console to notify the tenant location module 248 that atenant's active platform is unavailable.

At block 1104, the example method includes identifying a furtherplatform (e.g., a platform designated as being inactive, such asplatform machine 225) associated with the tenant. Responsive tonotification that an active platform associated with the tenant isunavailable, the tenant location module 248 may look up an inactiveplatform for the tenant in the tenant location table 604 within thetenant location database 247. The tenant location module 248 may thenupdate the tenant location table 604 in the tenant location database 247to change a classification of the further platform (e.g., the inactiveplatform) from an inactive platform to an active platform. In variousexample embodiments, the tenant location module 248 may generate andtransmit a notification to the configuration module 236 to cause theconfiguration module 236 to discard any existing tenant locationinformation for the tenant, and to request new location data from thetenant location module 248. Alternatively or additionally, the tenantlocation module 248 may cause the routing module 262 (e.g., a sessioninitiation protocol (SIP) proxy or other router) to discard existingrouting information for the tenant, so that the routing module 262 willrequest new tenant location data from the tenant location module 248when further communications directed to the tenant are received (e.g.,from a customer).

At block 1106, the example method may include allowing the furtherplatform to access the data location that is both associated with thetenant and shared by the two or more of the multiple tenants. Access tothe data location may be allowed via the configuration module 236 asdescribed above.

FIG. 12 is a flow diagram showing an example method 1200 for configuringtenant data, in accordance with an example embodiment. At block 1202,the method 1200 may include receiving configuration data associated withthe tenant. In some example embodiments, a supervisor may logon to theuser interface module 510 of FIG. 500 in order to make a change to theconfiguration of a particular tenant. For example, the supervisor maylogon to add an agent and populate an agent profile for the agent.

Block 1204 of the method 1200 may include varying at least one of thedata location and a further data location, based on receiving theconfiguration data. In such an example embodiment, additions and/orchanges may be communicated to the configuration module 236, which mayin turn access the configuration data databases 240 to storecorresponding tenant data additions and/or changes. In some exampleembodiments, the configuration module 236 informs the data locationmodule 246 of any changes in location of the tenant data.

Block 1206 of the example method 1200 includes updating a database witha new data location or the further data location, depending upon whichwas varied. The data location module 246 may update the configurationdata location database 252 in response to receiving notice of changes tothe tenant data from the configuration module 236. The data locationmodule's 246 knowledge of the location of tenant data for all the of thetenants supported by the platform machines 224-226 may allow the tenantdata to be located within repositories shared by multiple tenants andmay further allow the tenant data to be abstracted between the platformlayer and the storage layer.

Computer System

FIG. 13 shows a diagrammatic representation of a machine in the exampleform of a computer system 1300 within which a set of instructions forcausing the machine to perform any one or more of the methodologiesdiscussed herein may be executed. In alternative embodiments, themachine operates as a standalone device or may be connected (e.g.,networked) to other machines. In a networked deployment, the machine mayoperate in the capacity of a server or a client machine in aserver-client network environment, or as a peer machine in apeer-to-peer (or distributed) network environment. The machine may be aserver computer, a client computer, a PC, a tablet PC, a set-top box(STB), a Personal Digital Assistant (PDA), a cellular telephone, a webappliance, a network router, switch or bridge, or any machine capable ofexecuting a set of instructions (sequential or otherwise) that specifyactions to be taken by that machine. Further, while only a singlemachine is illustrated, the term “machine” shall also be taken toinclude any collection of machines that individually or jointly executea set (or multiple sets) of instructions to perform any one or more ofthe methodologies discussed herein.

The example computer system 1300 includes a processor 1304 (e.g., acentral processing unit (CPU), a graphics processing unit (GPU) orboth), a main memory 1310 and a static memory 1314 which communicatewith each other via a bus 1308. The computer system 1300 may furtherinclude a video display unit 1302 (e.g., a liquid crystal display (LCD)or a cathode ray tube (CRT)). The computer system 1300 also includes analphanumeric input device 1312 (e.g., a keyboard), a cursor controldevice 1316 (e.g., a mouse), a disk drive unit 1320, a signal generationdevice 1340 (e.g., a speaker) and a network interface device 1318.

The disk drive unit 1320 includes a machine-readable medium 1322 onwhich is stored one or more sets of instructions 1324 (e.g., software)embodying any one or more of the methodologies or functions describedherein. The instructions 1324 may also reside, completely or at leastpartially, within the main memory 1310 and/or within the processor 1304during execution thereof by the computer system 1300, the main memory1310 and the processor 1304 also constituting machine-readable media.

The instructions 1324 may further be transmitted or received over anetwork 1330 via the network interface device 1318.

While the machine-readable medium 1322 is shown in an example embodimentto be a single medium, the term “machine-readable medium” should betaken to include a single medium or multiple media (e.g., a centralizedor distributed database, and/or associated caches and servers) thatstore the one or more sets of instructions. The term “machine-readablemedium” shall also be taken to include any medium that is capable ofstoring, encoding or carrying a set of instructions for execution by themachine and that causes the machine to perform any one or more of themethodologies of the present subject matter. The term “machine-readablemedium” shall accordingly be taken to include, but not be limited to,solid-state memories, optical and magnetic media and carrier wavesignals.

The above description is intended to be illustrative, and notrestrictive. For example, the above-described embodiments (or one ormore aspects thereof) may be used in combination with each other. Otherembodiments will be apparent to those of skill in the art upon reviewingthe above description. The scope of the claims should, therefore, bedetermined with reference to the appended claims, along with the fullscope of equivalents to which such claims are entitled. In the appendedclaims, the terms “including” and “in which” are used as theplain-English equivalents of the respective terms “comprising” and“wherein.” Also, in the following claims, the terms “including” and“comprising” are open-ended, that is, a system, device, article orprocess that includes elements in addition to those listed after such aterm in a claim are still deemed to fall within the scope of that claim.Moreover, in the following claims, the terms “first,” “second,” and“third,” etc. are used merely as labels, and are not intended to imposenumerical requirements on their objects.

The Abstract is provided to comply with 37 C.F.R. §1.72(b), whichrequires that it allow the reader to quickly ascertain the nature of thetechnical disclosure. It is submitted with the understanding that itwill not be used to interpret or limit the scope or meaning of theclaims. Also, in the above Detailed Description, various features may begrouped together to streamline the disclosure. This should not beinterpreted as intending that an unclaimed disclosed feature isessential to any claim. Rather, inventive subject matter may lie in lessthan all features of a particular disclosed embodiment. Thus, thefollowing claims are hereby incorporated into the Detailed Description,with each claim standing on its own as a separate embodiment.

1. A method comprising: at a networked contact center that includes aplurality of platforms to host a plurality of tenants, the networkedcontact center further including a plurality of data locationsassociated with the plurality of tenants: hosting at least one tenant ofthe plurality of tenants on a first of the plurality of platforms;replicating the hosting of the at least one tenant on at least a secondof the plurality of platforms; associating at least one of the pluralityof data locations with the at least one tenant; uploading tenantconfiguration data on the associated at least one of the plurality ofdata locations; receiving a message associated with the at least onetenant; and based on a determination that the first of the plurality ofplatforms is unavailable due to one of a failover event and amaintenance event, selecting at least one platform from the at least thesecond of the plurality of platforms upon which the hosting of the atleast one tenant was replicated.
 2. The method of claim 1, wherein thereceiving of the message includes receiving the message from at leastone of an Internet network and a public switched telephone systemnetwork.
 3. The method of claim 1, wherein the message is furtherassociated with an interaction between a customer of the at least onetenant and an agent of the at least one tenant.
 4. The method of claim1, wherein the message is further associated with an interaction betweenan agent of the at least one tenant and the networked contact center. 5.The method of claim 1, wherein the at least one tenant is associatedwith a set of instructions to be executed by a machine within the firstof the plurality of platforms and the at least the second of theplurality of platforms, the method further comprising: routing themessage to the set of instructions; and receiving a request for databased on executing the set of instructions. 6-8. (canceled)
 9. Themethod of claim 1, further comprising: updating a database to vary aclassification for the at least one tenant of the at least the second ofthe plurality of platforms from an inactive platform to an activeplatform.
 10. (canceled)
 11. A networked contact center comprising: aplurality of platforms to host a plurality of tenants; a plurality ofdata locations associated with the plurality of tenants; and aprocessing module to perform operations comprising: hosting at least onetenant of the plurality of tenants on a first of the plurality ofplatforms; replicating the hosting of the at least one tenant on atleast a second of the plurality of platforms; associating at least oneof the plurality of data locations with the at least one tenant;uploading tenant configuration data on the associated at least one ofthe plurality of data locations; receiving a message associated with theat least one tenant; and based on a determination that the first of theplurality of platforms is unavailable due to one of a failover event anda maintenance event, selecting at least one platform from the at leastthe second of the plurality of platforms upon which the hosting of theat least one tenant was replicated.
 12. The networked contact center ofclaim 11, wherein the processing module is to receive the message via atleast one of an Internet network and a public switched telephone systemnetwork.
 13. The networked contact center of claim 11, wherein themessage is further associated with an interaction between a customer ofthe at least one tenant and an agent of the at least one tenant.
 14. Thenetworked contact center of claim 11, wherein the message is furtherassociated with an interaction between an agent of the at least onetenant and the networked contact center.
 15. The networked contactcenter of claim 11, wherein the at least one tenant is associated with aset of instructions to be executed by a machine within the first of theplurality of platforms, and the at least the second of the plurality ofplatforms, the processing module is further to perform operationscomprising: routing the message to the set of instructions; andreceiving a request for data based on executing the set of instructions.16-18. (canceled)
 19. The networked contact center of claim 11 whereinthe processing module is to update a database to vary a classificationfor the at least one tenant of the at least the second of the pluralityof platforms, from an inactive platform to an active platform. 20.(canceled)
 21. A machine-readable storage medium containing instructionsthat when executed by a processing system, cause the processing systemto perform a method comprising: at a networked contact center thatincludes a plurality of platforms to host a plurality of tenants, thenetworked contact center further including a plurality of data locationsassociated with the plurality of tenants: hosting at least one tenant ofthe plurality of tenants on a first of the plurality of platforms;replicating the hosting of the at least one tenant on at least a secondof the plurality of platforms; associating at least one of the pluralityof data locations with the at least one tenant; uploading tenantconfiguration data on the associated at least one of the plurality ofdata locations; receiving a message associated with the at least onetenant: and based on a determination that the first of the plurality ofplatforms is unavailable due to one of a failover event and amaintenance event, selecting at least one platform from the at least thesecond of the plurality of platforms upon which the hosting of the atleast one tenant was replicated.
 22. The machine-readable storage mediumof claim 21, wherein the receiving of the message includes receiving themessage from at least one of an Internet network and a public switchedtelephone system network.
 23. The machine-readable storage medium ofclaim 21, wherein the message is further associated with an interactionbetween a customer of the at least one tenant and an agent of the atleast one tenant.
 24. The machine-readable storage medium of claim 21,wherein the message is further associated with an interaction between anagent of the at least one tenant and the networked contact center. 25.The machine-readable storage medium of claim 21, further comprising:routing the message to the set of instructions; and receiving a requestfor data based on executing the set of instructions, wherein the tenantis associated with a set of instructions to be executed by a machinewithin the first of the plurality of platforms and the further platform.26-28. (canceled)
 29. The machine-readable storage medium of claim 21,further comprising: updating a database to vary a classification for theat least one tenant of the at least the second of the plurality ofplatforms, from an inactive platform to an active platform. 30.(canceled)
 31. The method of claim 1, wherein the tenant configurationdata includes a list of agents and skills of the agents.
 32. The methodof claim 1, wherein the plurality of platforms includes calldistribution software, skills based routing software, and an agent webinterface.
 33. The networked contact center of claim 11, wherein thetenant configuration data includes a list of agents and skills of theagents.
 34. The networked contact center of claim 11, wherein theplurality of platforms includes call distribution software, skills basedrouting software, and an agent web interface.
 35. The machine-readablestorage medium of claim 21, wherein the tenant configuration dataincludes a list of agents and skills of the agent.
 36. Themachine-readable storage medium of claim 21, wherein the plurality ofplatforms includes call distribution software, skills based routingsoftware, and an agent web interface.